FAQ
Due to the handmade nature of our products, each of our weaves have their own intricate method of craftsmanship. As such, the weaves that require a more complex weaving technique take more time and attention to detail. This translates to price variances depending upon the complexity of the weave, dye processes, threads or the fabrics used. For example, our Garden range utilises specialty fabrics such as luxurious 100% pure Belgian linen and premium Liberty fabric.
Please see our 'Hat Care: How to Fold, Store & Care For Our Hats' page for detailed instructions. Click the link here to view the page.
Please note, irregularities in the fibre, weave and colour are common and characteristic of the handmade process.
Colour
We aim to ensure our product images available on our website closely correspond to the colours of our pieces. Given each individual piece is carefully handcrafted and hand dyed, there may be slight differences between dye lot colours in each collection. Studio lighting during product photography, as well as your chosen device or monitor, may also cause slight variations in colours during viewing.
Sizing
Each hat is one-of-a-kind and will have a different feel for everyone. Use our size guide as a recommendation to find your most comfortable fit.
Our friendly team is always happy to assist with any questions you may have.
Disclaimer
Outlet is a selected range of our samples and second stock.
These products are characterised with slight imperfections. This may include, but is not limited to, a softer or looser weave, a loose thread, missing grass fibre, twisted grass fibre, small dye stains or a discontinued style.
Being a sustainable brand, we would like our customers to enjoy these hats regardless of these imperfections, rather than them going to waste.
Please Note: Outlet is exclusively for our Lorna Murray™ online store customers only.
Outlet is for personal non commercial use only (that is including and not limited to personal purchases, gifting to family, friends and colleagues, interior design and installation and other personal activity).
These items sold under Outlet are not for resale in any commercial setting.
The discount will vary depending on the quality and condition of the individual product being sold, not the style or colour.
Please note: complimentary Luxe Gift Wrapping available for Luxe Hat Collection does not include Outlet Luxe Hats.
Returns and Exchanges
All Outlet sales are final. There are no exchanges or refunds offered to items in our Outlet sale, unless the item is received in a condition deemed as faulty and unwearable.
You must contact hello@lornamurray.com.au with proof of fault to return your item.
If your item is deemed faulty, you are eligible to receive a credit note ONLY valued at the price of your Outlet item.
If you have any further questions about our Policy or need assistance, feel free to contact us at hello@lornamurray.com.au
Notify me when Back in Stock
We love that you love Lorna Murray™! If an item is out of stock and you would like to be notified when the item is restocked, on the product page of a sold-out item, type in your email in the "Notify Me" section. You will receive an email when the item has been restocked.
We understand the disappointment for our customers if an item is out of stock. If you would like to enquire about when we will restock an item, please contact us via email at hello@lornamurray.com.au
Please note that not all items will be restocked as many styles are limited editions or part of seasonal collections.
Lorna Murray™ Gift Cards are delivered via email and contain instructions to redeem them at checkout. Our gift cards have no additional processing fees. If a denomination of your preference is not available, please notify us at hello@lornamurray.com.au
Lorna Murray™ Gift Cards have no expiration date.
Gift cards can be used more than once provided there is still a balance remaining on the card.
Gift cards can be used for shipping and taxes. They are applied to the final order total which includes shipping and taxes.
Gift cards can be used in conjunction with a discount code.
If a customer wants to buy a gift card for someone else, then they need to forward the gift card email to the recipient or set the email to the correct recipient.
Sales
All purchases made during our sale periods are final.
No returns, exchanges, credit notes and additional discount codes are accepted for purchases made during our sale periods.
Sale discount codes are valid only during sale periods, please sign up for our newsletter to be the first to know about our upcoming/ current sales.
Price Change Policy
Listed prices on the Lorna Murray website (www.lornamurray.com.au) are accurate to the best of our knowledge. However, in the unlikely event of an incorrectly priced item or a required update for new season arrivals, Lorna Murray has the right to correct and/or change the price of the item.
Large or Flagged Orders
ID may be required prior to shipment, for larger orders or orders that have been flagged by our payment processors.
Confirmation Emails
Depending on your settings and host, your mail may have been directed to a junk or ‘Promotions’ folder. Please double-check prior to contacting us via email.
Copyright
Any form of media and other works in which Lorna Murray has intellectual property rights that are used without licence will be taken seriously. This includes but is not limited to, any infringement of the rights of Lorna Murray in any copyright owned by Lorna Murray in any imagery or text on our website, email marketing and social media platforms, advertising campaigns and collateral, and the Lorna Murray™ apparel collections themselves.
Terms of Purchase
As a customer of our website we require that you respect all copyright, creative authorship and moral rights of the designer Lorna Murray, and Gingham Traders Pty Ltd (trading as Lorna Murray).
This Site is for personal non commercial use only (that is including and not limited to personal purchases, gifting to family, friends and colleagues, interior design and installation and other personal activity).
These items are not for resale in any commercial setting.
You may not use, modify, copy, distribute, display or commercially exploit the brand Lorna Murray™ without the prior written permission of Lorna Murray. You may not use this site or any of its contents to further any commercial purpose including any advertising, or advertising revenue generation activity on your own site or any third party site.
Lorna Murray does not give permission for sale of any items in any commercial setting, wholesale or retail, without express prior written permission.
Wholesale expressions of interest are to be emailed to buying@lornamurray.com.au
If you have any further questions about our Policy or need assistance, feel free to contact us at hello@lornamurray.com.au
At Lorna Murray, we take great pride in using compostable and eco-friendly packaging for every order, ensuring that your purchase aligns with our commitment to the environment.In line with this, we occasionally repurpose plastic bubble wraps and other packaging materials instead of discarding them as waste. By reusing these materials, we actively contribute to minimising our environmental footprint.
Did you know we also offer one-off bespoke services? You can mix and match from our available colourways and styles to create your own custom hat or tote. The customisation fee is 25 AUD/ 25 USD/ 25 EUR.
Furthermore, if your head measurement falls outside of our standard size chart, we are happy to accommodate custom sizing.
Please note that all made-to-order items require a production time of approximately 2 to 6 weeks.
For more details or to place a custom request, please contact our friendly customer care team at hello@lornamurray.com.au.
